Motify legal

Refund Policy

Clear guidance for refund requests, subscription cancellations, and billing support.

Effective and last updated: September 29, 2026

This policy applies to paid Motify subscriptions purchased through Paddle. It should be read with our Terms & Conditions and any mandatory consumer rights that apply where you live. Paddle’s Refund Policy also applies to transactions it processes as Merchant of Record.

1. Request window

You may request a refund within 14 calendar days of your initial subscription purchase. Requests are reviewed based on usage, the reason for the request, and applicable law.

A request within this window does not automatically guarantee a refund where the service has been substantially used, except when mandatory law gives you a right to one. Paddle, as Merchant of Record, processes and issues approved refunds.

2. When a refund may be approved

We generally support reasonable refund requests involving:

  • a duplicate charge or an incorrect amount;
  • an unauthorized transaction, subject to verification;
  • a persistent technical failure that prevents access to a purchased service and cannot be resolved within a reasonable time; or
  • a right to refund or withdraw that applies under consumer law.

3. Requests that may be declined

Unless required by law, a refund may be declined when:

  • the request is made after the 14-day initial purchase window;
  • the subscription, credits, generations, or exports have been substantially used;
  • you changed your mind after receiving and using the service;
  • the issue results from unsupported hardware, software, or third-party services outside Motify’s control;
  • your access was limited for fraud, abuse, or a material breach of our Terms; or
  • the charge is a renewal you did not cancel before the renewal date.

4. Subscription renewals and cancellation

Subscriptions renew automatically until canceled. You may cancel at any time, and cancellation takes effect at the end of the current paid period. You will keep access until that date and will not be charged again. Unused time in a billing period is not normally refunded. This does not limit any mandatory right that applies to you.

5. How to request a refund or cancel

  1. Open the purchase or renewal email sent by Paddle.
  2. Use its “Manage subscription” or transaction support link to open the Paddle Customer Portal.
  3. Select the refund, withdrawal, or cancellation option available for your transaction.

You can also visit paddle.net or email billing@motify.video. Include the email used for purchase, your Paddle transaction number, purchase date, and a short explanation. Never send complete card details by email.

6. Processing time

Paddle returns approved refunds to the original payment method where possible. Processing time depends on the payment method and financial institution. Eligible statutory withdrawals are handled within the time required by applicable law.

7. Chargebacks

Please contact Paddle or our billing team before starting a chargeback so we have an opportunity to resolve the issue. Fraudulent or abusive refund or chargeback activity may result in account restriction, without limiting your lawful rights.

8. Policy changes and contact

We may update this policy for future purchases. The version in effect at the time of your transaction will be considered alongside applicable Paddle terms and law. For billing questions, email billing@motify.video.